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Building Effective Intercultural Teams
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Presented by: Martin George, CEO
LTCLanguageSolutions.com
Project Aristotle
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Psychological safety
DependabilityStructure &
clarity
Meaning of work
Impact of work
Google studied 180 internal teams to determine what makes a team great. They
discovered these five attributes….
Of the five, psychological safety had a massive impact.
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Observation, Interpretation, Application
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Misattribution
Misattribution is attributing meaning or motive to
someone’s behavior based upon one’s own culture or
experience.
What examples do you see of misattribution between other
cultures and Americans?
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“The stakes for companies are high when it comes to loneliness and burnout. Recent studies estimate that loneliness costs employers in the UK billions of dollars each year and employee burnout costs the U.S. health care system hundreds of billions of dollars each year. The research is clear. Now it’s time for managers and leaders to take steps to battle these epidemics.”
Harvard Business Review’s 6.29.2017 article Burnout at Work isn’t just from Exhaustion, it’s also loneliness by Emma Seppala and Marissa King.
Are people burned out at work from loneliness?
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Promote a workplace culture of inclusion and empathy
Encourage employees to build developmental networks
Celebrate Collective Successes
Provide social sensitivity (allow for vulnerability, mistakes and new ideas)
Encourage equitable contributions to the team
Tips to Combat Loneliness & Provide Psychological Safety in Your Team
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Low Comfort with Silence
Anglo-American conversation pattern
East Asian conversation pattern
Latin American conversation pattern
silence
silence
silence
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Identify one specific thing to question.
What are you passionate about?
Can you see your own values and driving passions in this activity somewhere?
How can you tell when your comfort zone may actually be your compliance zone?
9Harvard Business Review 1.18.2017 article: Free Yourself from what you “should” be doing at work by Andy Molinsky.
DISCUSSION
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Do you recognize how your background, upbringing and experiences have created your own individual system of beliefs and culture?
We are all different. We don’t have to grow up overseas to know that we all bring a different culture to work than someone else. We are all Intercultural.
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Discussion
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Step 1:
Realize How Communication Affects Your Team
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Factors that Affect Communication
AgeGenderPersonal Communication StyleCultural Background
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What we say is not always what people hear…
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What we say is not always what people hear…
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Cultural Intelligence is an individual’s ability to function effectively across national, ethnic and organizational cultures
Culturally intelligent individuals are able to avoid
Stereotyping
Demeaning jokes
Excluding behavior
Violation of cultural taboos
CQ approaches how one feels, thinks, acts in cultural encounters
CQ: Cultural Intelligence
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Four Dimensions of CQ
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CQ Drive
CQ Knowledge
CQ Strategy
CQ Action
Motivational CQ
Cognitive CQ
MetacognitiveCQ
Behavioral CQ
IntrinsicExtrinsicSelf-Efficacy
Cultural SystemsCultural Norms & Values
AwarenessPlanningChecking
VerbalNonverbalSpeech Acts
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Cross-cultural leadership has been named as the top leadership challenge for the next century
Effective leadership requires the ability to adapt quickly and effectively
CQ is essential to interacting effectively in today’s global environment
Why is CQ Important?
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• Be Respectful!• Appropriate Use of Humor• Awareness of Cultural and Religious
Backgrounds
• Check for Understanding• Read Body Language and other Nonverbal Cues• Use Tag Questions
Tips for Open Communication
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Step 2:
Active Listening & Feedback
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The Making of a Message
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1. Begin with the Right Intentions• Listen to understand, not to respond• Listen to learn or obtain new information
2. Show That You Are Listening• Pay attention• Use encouraging body language• Mirroring
3. Be Open-Minded• Refrain from judgment• Refrain from justification
How to Practice Active Listening
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When you’ve got an idea
When you disagree
When you’re confused
When to Speak Up & When to Listen
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Make it Routine
Offer solutions
Practice in Group Settings
Keep it constructive
Feedback
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Step 3:
Conflict Resolution
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…and that’s not always a bad thing! When it comes, here are some tips to weather the storm:
1. Acknowledge the conflict head-on.
2. State your side respectfully and tactfully.
3. Always attack the PROBLEM, not the PERSON.
4. Make it a group effort- because everyone is affected.
5. Get Creative! Come up with unexpected but satisfying solutions that everyone can get behind.
6. Celebrate Successful Resolution!
Conflict is Inevitable…
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• Is the conflict culturally motivated?
• Identify cultural dynamics that are contributing to the conflict:
• Individualism vs. Collectivism• Notions of Leadership• Preference for Competition or Cooperation• Consideration of Time
• How do views of the above cultural dynamics impact conflict resolution? (i.e. collectivist cultures might be more likely to avoid conflict)
Conflict in Intercultural Teams
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Conclusion
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3 Steps to a Healthy Team:
1. Recognize the various factors that impact communication outcomes within teams, such as age, sex, cultural background, and personal communication style.
2. Develop strategies for effective communication through tactics for active listening and feedback.
3. Understand the importance of successful conflict resolution in healthy teams.
Building Effective Intercultural Teams
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Martin George, CEO888.456.1626
LTCLanguageSolutions.com
Cultural Adjustment Curve